The Importance of Personalized Engagement at Personal Service Businesses

Building and maintaining a good relationship with your clients is a vital part of owning a business. Why? The two R’s: retention and referrals.

When you’re engaged with your clients, you form a relationship and, therefore, loyalty. This means your clients want to keep coming back to your business. And not just that, but they are then more likely to tell their friends and family about you as well.


Constantly engage with your clients to increase client retention:

  • Automate client check-in emails. Build your relationship with your clients and keep your business top of mind with automatic mass emails. You can set these up in the mobile business management platform FrontDesk through integrations with MailChimp or Emma to be triggered on events, like your client’s last purchase date.
  • Build a community. Organize potlucks, charity events, fun runs—anything to get your clients together and excited about being part of your business’s community.
  • Keep in contact through the social media sites where your clients are most active. Be personal and show your human side, but let common interests keep the conversation around your industry and community. The old rule of thumb is, for every 10 posts, 5 should be sharing others’ content (like your clients!), 3 should be about your brand, and 2 should be simply personal.
  • Not just you, but your staff need to be client retention specialists as well. Your staff are constantly interacting with your clients—maybe even more than you in some cases! You need to make sure that they are fully prepared to wow your clients to keep them coming back for more.


When you’re engaging and have built these relationships with your clients, they’re more likely to refer their friends and family to your business. Did you know that 85% of small businesses get customers through word of mouth?

  • Not having a referral program means you’re losing out on a LOT of business! Increase referrals by motivating your current happy clients to bring their friends and family.
  • Make sure you set up the right type of program for your business. The incentive you offer should fit your type of business. It could be a discount, service credits, an upgrade, or a free item to entice clients to provide referrals.
  • With 46% of people looking to social media when making a purchase, social media really is the new word of mouth marketing. Make sure to highlight positive posts from happy clients, and utilize the public nature of social to provide a platform for testimonials.
  • See the new clients roll in. And of course, don’t forget to thank customers when they make referrals and follow through with your program bonus. A little gratitude goes a long way.

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